Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/10/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to express my dissatisfaction regarding an issue with Airmasters involving unwarranted charges and subsequent threats of collections, which I consider to be both distressing and indicative of unfair business practices. In 2023, I purchased a new A/C unit from Airmasters. As part of the package, I was assured that routine maintenance would be included at no additional cost. Consistently, the company contacted me to schedule maintenance visits, which I appreciated as part of the agreement. On August 27, 2024, I received a call to schedule a routine maintenance appointment. The technician arrived and performed the usual tasks. At the conclusion of the service, however, he informed me of a $200 charge. This charge was not made clear before maintenance was done, and was contrary to the terms I had been led to believe were included. I immediately contacted the company. The representative apologized for the confusion and assured me that I would not be responsible for this charge. Despite this assurance, I recently received a letter labeled "FINAL NOTICE," threatening to send this alleged debt to collections unless I pay within 15 days. Not only was this the first notice I received, but the sudden threat of collections is both alarming and unwarranted. This situation has caused significant frustration and feels both predatory and unfair. I trusted Airmasters to honor its commitments without imposing unexpected fees. The lack of transparency and abrupt escalation was unnecessary. I request the removal of the $200 charge, a written confirmation of no further collection actions, and a review of your practices to ensure other customers are not subjected to similar treatment.

  

  Business Response

  Date: 01/09/2025

  We certainly appreciate your feedback and will take your message under advisement as a constructive measure to revise our processes in the future.  I would also like to apologize for any misunderstanding and we will be happy to adjust the charges and remove the maintenance agreement from your account.  We often give a 1 year maintenance with the purchase of a new unit to help keep everything operating to industry standards,  however after the first year we advise our customer to continue the maintenance program so that they maintain peak efficiency and operation with no breakdown time.  Unfortunately we had a miscommunication with one of our new dispatchers and a billing was created and remained open.  This was a human error that unfortunately occurs from time to time and is easily resolved.   Your account is now cleared of the invoice and no further collections for this invoice exist. 

  Customer Answer

  Date: 01/09/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** *******